Customer Advisory Committee Presentation by 2m3MTq1b

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									                     Shared Services;
Leveraging the Changing IT Landscape
  2011 Northwest Regional Managers Conference
                                 Skamania, WA
                                  March, 2011
Agenda
 Clouds
 Icebergs
 Cats
 Silos
 Me or You
 Plastics
 Sweaters
 Tin Cans & String

                      2
Introductions
 eCityGov Board Members
 Other eCityGov Members




                           3
eCityGov Alliance
We are:
 An inter-local municipal corporation
 Formed by 9 partner cities in 2002
 Providing 7 on-line service portals

We serve:
 46 member cities and other government
  agencies
 Counties: King, Snohomish, Pierce &
  Jefferson
 1.5 million citizens & businesses

                                          4
eCityGov Shared Services
   One-stop shopping

   Customer centric

   Saves everyone time & money

   Safe & secure



                                  5
    eCityGov Shared Services
   MyParksandRecreation.com
    ◦ Activity class search
    ◦ Parks, Trails
      & Facilities
   NWProperty.net
    ◦ Find Available Commercial
      Property
    ◦ Demographic data
   NWMaps.net
    ◦ GIS & property info.
   HSConnect.net
    ◦ Online grants application & management
More eCityGov Services
   SharedProcurementPortal.com
    ◦ 6 vendor rosters
    ◦ Public contractor lookup
    ◦ Free vendor registration
   GovJobsToday.com
    ◦   Job posting
    ◦   Application
    ◦   Paperless review
    ◦   Private Comp/Class portal
   MyBuildingPermit.com
    ◦   OTC permits
    ◦   Inspection scheduling
    ◦   Permit status
    ◦   Tip sheets
    ◦   Training

                                    7
A Few Numbers
   MBP
    ◦ 59,000 permits
    ◦ 78,000 inspections
    ◦ 2.4 million status queries
 GJT – 39,000 applicant profiles
 SPP – 3,200 vendor registrations
 HSC - $16m grant applications



                                     8
    ePlan Project

   Vision
       All permit types including plan review

       For all development review functions

       Align business practices

       Application submittal

       Attach/exchange plan sets & documents

       Pay fees(s)

       Issue permit
                                                 9
     Old Funding Model             2011 Funding Model


   Population based             Based on permit revenue
   Easy to administer &         More complex admin.
    understand                   Direct relation to permit
   No relation to permit         volume and type
    volume or type               Customer supported
   Unsustainable for ePlan
    project
                    MBP Funding

                                                              10
 Customer Support

                    Customer Advisory
Master Builders        Committee




                                        11
Significant Organizational Benefits
   Very cost effective
    ◦ No application support staff required
    ◦ No additional hardware costs or software licenses
    ◦ Access to information and data that would not otherwise be
      available
   Efficiencies
    ◦ Digital workflow replaces paper
    ◦ Green; reduce paper vehicle trips
   Improved customer service
   Inter-agency
    ◦ Knowledge sharing & training
    ◦ Cooperative purchasing opportunities
   Best business practices
Organizational Spectrum
                                                                                   City
                                                                               (strong mayor)
                                                            School
                                                            District
Size, Complexity, Scale




                                           eCityGov
                                            Alliance



                            Informal      Executive Management              Elected Leadership
                          Collaboration


                                 Executive Sponsorship           Elected Policymakers


                                            Governance
   The Iceberg
Legislative Mandates
Community Identity




Administratively
adopted policies and
procedures
Principle Based
 Cost sharing is equitable
 Risk is shared
 Mission is not diluted
 Roles & responsibilities are clearly defined
 Benefit is clear & direct to participants
 Control & identity is retained by members
 Business drives technology
Key Ingredients
   Organization
    ◦ Governance
    ◦ Budget
    ◦ Operating Structure

   Shared
    ◦   Vision
    ◦   Management
    ◦   Responsibility
    ◦   Risk
  Cost Comparison
                                   Self Host   eCityGov Host

License or build web application   $$$$        N/A

Hosted Service                     N/A         $$

Hardware & infrastructure          $$          Included

Design & implementation            $$$         Included

Data security/PCI compliance       $$$$        Included

Bank Fees                          $           $

Technical application support      $$          Included

Business staff support             $           $
Data subscriptions                 $$          Included

Overall                            $$$$$       $$
Challenges
Herding Cats
Not the technology
Organizational Culture & Norms
Internal IT Governance
Individual bias
Change management
Our Reality
 No $$’s, Time or Resources
 Absolute Service Expectation
 Demand Not Diminishing
    ◦ Appetite for online services growing
   IT Inflection Point
    ◦ Transition to web
      enabled services



                                             19
IT is Evolving,
Fast
   Computing
  10 Key
  Mainframe
  Client Server
  Cloud              Desktop
 Network            IBM typewriter
• POTS              Desktop PC
• Wi-Fi             Internet
• Bluetooth         Self-hosted applications
• Ethernet          Web services &
• Fiber              applications
• Cable
• Cell
                                                20
The Future is in Plastics
Online Payment          Issues
  Options                Expense
 Retail credit/debit    Rules
  cards                  Size/range of
 Credit cards w/         payments
  convenience fees       PCI security
 eCheck                  compliance
 ACH transfers




                                          21
Inflection Point is Here
 Thick to Thin
  Client
 Accessible via
  multiple devices
 Universal access,
  24/7
 Consumer
  expectations…..

                           22
Market Trends
   Capture and hold
    ◦ Leveraging digital content
    ◦ Driving to the cloud
    ◦ Licensing
   Niche markets emerging
    ◦ Simpler, less expensive
    ◦ Fast to implement
    ◦ Limited customization


                                   23
Plus                            Not so Plus

   Off-site                       Immature
   Secure                         Public sector data storage
   Reliable                        untested
   Cost effective life-cycle      Existing sunk cost
                                   IT staff training




                            Cloud
                                                                 24
Leadership Intervention Required
Transition to cloud, web enabled services
will take place under the conditions set by
             the private market;

 Selling into silos
 Increasing complexity
 Inflexible licensing



                                              25
What Can We Do?
    Advantage over the private sector
 ◦ Leverage
   Investments
   Knowledge
   Interagency cooperation


               Best Approach?
 ◦ Customer centric
 ◦ Organizational centric

                                        26
Top Secret
(Connecting the Dots)
Value Add
                  Governance

  Collaboration



                  Funding &
                  Resources

   Positive ROI
Top Ten
1.  Digital divide is growing in the public sector
2.  Proliferation of web enabled devices
3.  Vendors doing everything they can to “capture” customers
    – app stores, premier accounts, subscription services
4.  Web 2.0 – social media is a force but problematic
5.  Cross-agency data integration is an under appreciated issue
6.  24/7 access & service expectation
7.  Privacy and security are significant issues
8.  Online payment services are expensive
9.  Government transactions are fundamentally different than
    retail transactions
10. We are all doing the same things - differently




                                                                  29
Resources
1.       Making Local Government More Workable through Shared Services, GFR, Feb. 2006,
         John Ruggini
2.       Beyond Silos; Cross-boundary Internet Service Portals, GFR, June 2008, John Backman -
         http://www.gfoa.org/gfr
3.       Interlocal Service-Sharing Agreements, ICMA IQ Report, 2006 -
         http://bookstore.icma.org/
4.       Local Government Information Systems (LOGIS) – Minnesota, www.logis.org
            Hosted IT systems
5.       N. Central Texas Council of Governments (NCTCOG) – www.nctcog.org
     •       Software plus Service – ERP system (in development)
     •       Regional GIS
6.       GovMax, Sarasota County, Florida – www.govmax.net
     •       Hosted, web budget development service
7.       eCityGov Alliance, Puget Sound Region,Washington – www.eCityGov.net
     •       7 web-based, cross-boundary service portals

8.       Open eGov, Newport News,Virginia - http://nngov.com/egov
     •       Open Source Web Content Management System (free)
John Backman
Executive Director
eCityGov Alliance
jbackman@eCityGov.net
425.452.7821

								
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